Exotel - Forward Deployed Engineer III - Voicebot Delivery

About Exotel : Exotel is India's leading AI-first cloud communications platform, powering over 25 billion customer conversations annually for 6,000+ enterprises across India, Southeast Asia, and the Middle East. From voice and contact centres to AI-powered customer engagement, Exotel enables businesses to build reliable, scalable, and intelligent customer experiences. About the Role : You will be the senior technical voice in Voicebot Delivery: setting the standards others build to, taking on the hardest and most novel builds, and shaping what gets productised rather than rebuilt for each customer. What You'll Do : Solution Architecture and Delivery : - Own the most complex and novel voicebot builds, and set the technical approach others follow. - Act as design authority on solution and integration architecture across the customer's communication stack, and make the feasibility call at scoping. - Be the technical voice in front of enterprise customers and in escalations. LLM and Platform Engineering : - Set the prompt patterns, evaluation standards and guardrails the team builds to. - Own the architecture of LLM-backed conversation systems: orchestration, retrieval, tool use, latency and failure behaviour. - Build the connectors, test suites, accelerators and tooling the whole team reuses. Technical Leadership : - Shape the product and engineering roadmaps - turn recurring patterns into platform work rather than repeated bespoke builds. - Partner with Product and Engineering on customer-specific enhancements and on resolving escalations. - Grow FDE I and FDE II engineers into independent owners. What We're Looking For : Experience : - 5+ years, with significant time in a hands-on engineering or forward-deployed role. - A track record of building reusable tooling and accelerators, not only of delivering projects. - Experience leading enterprise implementations end to end. Technical Expertise : - Strong software engineering background with hands-on coding in Python and/or TypeScript. - Experience with LLM application architecture: orchestration, retrieval-augmented generation, agents and tool calling, evaluation and guardrails. - Able to architect integrations against any customer communication stack - ticketing, CRM, marketing automation, deflection and contact centre systems. - Deep debugging ability across distributed systems, APIs and real-time voice or telephony. - Working knowledge of cloud platforms, Linux, SQL and networking fundamentals. Customer and Leadership Skills : - Credible with engineering teams and with enterprise customers alike. - Strong stakeholder management and escalation handling. - Able to mentor engineers and raise the technical bar of a team without owning it on paper. Education : - Bachelor's or Master's in Computer Engineering, Computer Science or an equivalent computer-related degree. Good to Have : - Experience with LLM application or multi-agent frameworks. - Contact centre platforms, SIP, VoIP or WebRTC. - Experience influencing a product roadmap from the field. - Exposure to conversational AI platforms in the market.